ED Customer Service Specialist, Full-time

Penn Medicine; Lancaster (Lancaster County); On-site; USD 21,000 - 30,000; Full time

Job summary

Penn Medicine's Emergency Department in Lancaster, PA is seeking a patient registration specialist to deliver precise registrations, verify insurance, and support visitor management in a fast-paced healthcare setting.

You will greet patients, collect demographic data, assist with payments, and collaborate with clinical staff to ensure a smooth patient flow and exceptional customer service.

The role requires attention to detail, solid computer skills, and a professional demeanor under pressure.

Qualifications

• High School Diploma or GED required.
• 1+ year of customer service, clerical, or related experience.
• 1+ year of computer and office equipment experience.
• Experience with patient registration, insurance verification, or related healthcare admin functions.
• Experience using EMR systems such as Epic.

Responsibilities

• Greet patients and visitors with outstanding customer service.
• Register patients arriving by walk-in, EMS, or law enforcement.
• Verify demographics, insurance coverage, and emergency contacts.
• Complete bedside registration across the Emergency Department, including Trauma and Behavioral Health areas.
• Manage visitor screening, logging, and badge issuance.
• Assist with wayfinding, updates, and general inquiries.
• Handle paging and communication systems, answer and route calls.
• Collect patient payments and support point-of-service collections.
• Verify insurance eligibility and document coverage information.
• Scan IDs and insurance cards into the EMR.
• Resolve registration issues and maintain accurate documentation.
• Collaborate with clinical staff to support patient care and department operations.
• Address patient concerns professionally and escalate when needed.
• Ensure compliance with regulatory requirements and privacy standards.

Skills

Attention to detail

Verbal and written communication

Multitasking

Customer service

Interpersonal skills

Adaptability

Professional demeanor

Education

High School Diploma or GED

Job description

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Summary

Join our Emergency Department team and play a vital role in creating a positive patient experience from the moment patients and visitors enter our facility. In this role, you will be responsible for patient registration, insurance verification, visitor management, and providing exceptional customer service in a fast‑paced healthcare environment. The ideal candidate is organized, compassionate, detail-oriented, and able to remain professional during high‑volume and high‑stress situations.

Location – Lancaster General Hospital, 555 N Duke St, Lancaster, PA

Hours - 11pm - 7am

Key Responsibilities

• Greet patients and visitors while providing outstanding customer service.
• Accurately register patients arriving by walk‑in, EMS, or law enforcement.
• Verify patient identity, demographic information, insurance coverage, and emergency contacts.
• Complete bedside registration for patients throughout the Emergency Department, including Trauma and Behavioral Health areas.
• Manage visitor screening, logging, and badge issuance in accordance with hospital policies.
• Assist patients and visitors with wayfinding, updates, and general inquiries.
• Operate patient paging and communication systems.
• Answer, screen, and route incoming phone calls appropriately.
• Collect patient payments and support point‑of‑service collection efforts.
• Verify insurance eligibility and accurately document coverage information.
• Scan identification cards and insurance cards into the electronic medical record.
• Resolve registration‑related issues and maintain accurate documentation.
• Collaborate closely with clinical staff and other members of the healthcare team to support patient care and efficient departmental operations.
• Address patient and visitor concerns professionally, escalating issues when appropriate.
• Ensure compliance with regulatory requirements, hospital policies, and patient privacy standards.

Required

• High School Diploma or GED.
• Minimum of one year of customer service, clerical, administrative support, or related experience.
• Minimum of one year of computer, keyboarding, and office equipment experience.
• Experience with patient registration, insurance verification, point‑of‑service collections, or related healthcare administrative functions.
• Experience using Epic or another Electronic Medical Record (EMR) system.

Skills & Competencies

• Strong attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast‑paced, high‑volume environment.
• Strong customer service and interpersonal skills.
• Ability to multitask, prioritize, and adapt to changing situations.
• Professional demeanor when interacting with patients, visitors, healthcare providers, EMS personnel, and law enforcement.
• Ability to remain calm and effective during stressful or emergency situations.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.